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Mistakes in banning accounts
Casdha
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I Have not had this happen to me but I would be extremely upset if it did.
We have a member in our guild who was banned yesterday, they thought the servers were down or something until they tried to log in to the forums to check. They called customer support and the tech told them that they saw that the account was banned but had no idea why as that information was not available to them.
This person bought the Imperial edition, and has played the game every day it has been available. The fact that they can't even be told why they have been banned and that an honest paying person could be caught up in this with no means of recourse or pleading their case is completely unacceptable in my book.
If a ZOS mod would like to know the user ID for the person in question I would PM it to them upon request.
We have a member in our guild who was banned yesterday, they thought the servers were down or something until they tried to log in to the forums to check. They called customer support and the tech told them that they saw that the account was banned but had no idea why as that information was not available to them.
This person bought the Imperial edition, and has played the game every day it has been available. The fact that they can't even be told why they have been banned and that an honest paying person could be caught up in this with no means of recourse or pleading their case is completely unacceptable in my book.
If a ZOS mod would like to know the user ID for the person in question I would PM it to them upon request.
Proud member of the Psijic Order - The first wave - The 0.016%
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Auric_ESO✭✭✭✭THAT person couldn't tell him why. I'm sure someone can in the case of a ban. Additionally there is a process to dispute a ban. I've heard of someone else that disputed it and got it lifted."The purpose of training is to tighten up the slack, toughen the body, and polish the spirit." Morihei Ueshiba0 -
ZOS_AlanGadminHi @Casdha, the process to appeal a ban can be found here. Your friend will have to do this themselves, as we don't discuss account details with anyone except the account holder.Forum Rules | Promoting Constructive Discussion | Code of Conduct | Terms of Service | Help Site
I’ve moved to a new position and I am no longer active on this forum. For assistance, please check the resources linked above0 -
Casdha✭✭✭✭✭
✭Link posted for them to see.
But this should be something support should be able to settle for paying customers, Ones that have already been billed and have shelled out cash. I can't believe they don't have the info or can't take care of it for a person who is willing to call and speak to a live person.Proud member of the Psijic Order - The first wave - The 0.016%3 -
Casdha✭✭✭✭✭
✭Update: After following directions above the person in question and her husband, who was not affected by this ban, are both in the process of canceling their subs as there has been no resolution or even attempt to contact them made, since the initial reply, by ZOS. They both had already paid the 6 month sub.
This concerns me greatly as I was planning on picking up a second account for family (wife and kids)to use, as well as my friends who don't have the game when they were over to visit. It appears from what I can put together that they got caught up in an auto ban that hits multiple accounts coming from the same IP without any type of verification or attempt to contact before doing so.
I'm telling this story because I love this game and I would like ZOS to find a better solution than banning customers who have already paid money without even the courtesy of an email warning first, so folks can explain themselves. I guarantee that most folks they want to ban would not take the time to answer a specific question.
If this game goes free to play , I will most likely stop playing it and most definitely quit sending money to them, however if they continue to ban their paying customers this will eventually be their only option.
In short, there has to be a better way.
Edited: they did receive one reply saying they were working on it and would let them know the outcome.Edited by Casdha on May 26, 2014 3:49PMProud member of the Psijic Order - The first wave - The 0.016%6 -
Iago✭✭✭✭✭Update: After following directions above the person in question and her husband, who was not affected by this ban, are both in the process of canceling their subs as there has been no resolution or even attempt to contact them made by ZOS. They both had already paid the 6 month sub.
This concerns me greatly as I was planning on picking up a second account for family (wife and kids)to use, as well as my friends who don't have the game when they were over to visit. It appears from what I can put together that they got caught up in an auto ban that hits multiple accounts coming from the same IP without any type of verification or attempt to contact before doing so.
I'm telling this story because I love this game and I would like ZOS to find a better solution than banning customers who have already paid money without even the courtesy of an email warning first, so folks can explain themselves. I guarantee that most folks they want to ban would not take the time to answer a specific question.
If this game goes free to play , I will most likely stop playing it and most definitely quit sending money to them, however if they continue to ban their paying customers this will eventually be their only option.
In short, there has to be a better way.
agreedThat which we obtain to cheap we esteem to lightly, it is dearness only that gives everything its value.
-Thomas Pain1 -
Casdha✭✭✭✭✭
✭ron.spark79_ESO wrote: »Update: After following directions above the person in question and her husband, who was not affected by this ban, are both in the process of canceling their subs as there has been no resolution or even attempt to contact them made by ZOS. They both had already paid the 6 month sub.
This concerns me greatly as I was planning on picking up a second account for family (wife and kids)to use, as well as my friends who don't have the game when they were over to visit. It appears from what I can put together that they got caught up in an auto ban that hits multiple accounts coming from the same IP without any type of verification or attempt to contact before doing so.
I'm telling this story because I love this game and I would like ZOS to find a better solution than banning customers who have already paid money without even the courtesy of an email warning first, so folks can explain themselves. I guarantee that most folks they want to ban would not take the time to answer a specific question.
If this game goes free to play , I will most likely stop playing it and most definitely quit sending money to them, however if they continue to ban their paying customers this will eventually be their only option.
In short, there has to be a better way.
agreed
The sad part is that they will probably not see a dime from the ones they are trying to ban as I'm sure that they have a way or stopping payment since they create so many accounts. I think the first check should be to see if the check has cleared, and if so they get more scrutiny before an auto ban is handed out. With the way they are doing things now, it seems they are banning the ones who love the game the most, the ones who like it enough to pay for multiple subs.Proud member of the Psijic Order - The first wave - The 0.016%0 -
Srugzal✭✭✭✭✭
This is a completely disingenuous reply. The problem is that the ACCOUNT HOLDER can't get anyone to talk to them. So stop lying to customers and posting these ridiculous boilerplate replies that ignore the question. We're not stupid, you know.
This will kill our game unless you step up, @ZOS_AjanJ.2 -
Prettiboi✭✭✭
This is a completely disingenuous reply. The problem is that the ACCOUNT HOLDER can't get anyone to talk to them. So stop lying to customers and posting these ridiculous boilerplate replies that ignore the question. We're not stupid, you know.
This will kill our game unless you step up, @ZOS_AjanJ.
Why can't the account holder get anyone to talk to them? The ZOS rep just gave him a venue to contact them by. If he hasn't gotten a reply, then wait.
Lying to customers? This ZOS rep did not lie to anybody. Making false claims just hurts your cause.PrettiBoi
Daggerfall Covenant
No Mercy PVP Guild -- Former Emperor
Awaken PVE Guild -- DC's Fastest AA & Hel Ra Times4 -
Aren_Liore✭✭✭It saddens me that we loose a great guild member and ZOS looses a valuable customer because of this poorly designed system. @ZOS_AlanG is there no way we can help? Is there no way for us to vouch for this person? I love this game and it tears me apart to see my friends banished from Tamriel for no good reason. We know these people, we have spent time with them, ZOS has not. Help us help our friends. please.4
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norm_voshall✭✭✭
This is a completely disingenuous reply. The problem is that the ACCOUNT HOLDER can't get anyone to talk to them. So stop lying to customers and posting these ridiculous boilerplate replies that ignore the question. We're not stupid, you know.
This will kill our game unless you step up, @ZOS_AjanJ.
Why can't the account holder get anyone to talk to them? The ZOS rep just gave him a venue to contact them by. If he hasn't gotten a reply, then wait.
Lying to customers? This ZOS rep did not lie to anybody. Making false claims just hurts your cause.
Prettiboi, when you fill out that ticket for appealing it gets put in a pool with all the other tickets. That presents 2 issues.
1) The sheer number of people getting accidental bans is huge. Just look at the forums for the last month. There are thousands of posts from people. With so many bans, it takes time to check out why they were banned and then to reverse it.
2) Most of ZOS' customer service reps suck at their job. Their customer service is atrocious. When I was auto banned for falling through the world last month, I submitted a ticket and waited. Called CS and was on hold for 6 hours before I gave up. During that time I got an email back asking for me to email back some log files. I emailed those back. Then I got an email asking me to repair my install. None of which had anything to do with my account being banned. I replied that my install was fine and that my account being banned was on their side, not mine. I got a return email after my ticket was "escalated" saying basically "Yeah, you are banned. Warmest Regards!" No further info. It took a very tersely worded email to Customer Service to FINALLY get a call from a great CS rep but, it still took 24 hours to un-ban me. I'd been playing for like 8 months in beta before launch.
Furthermore, if you notice, they would have filled out the form for appeal on the 21st. It's now the 26th. So 5 days and they have gotten no response from Customer Service.
Point is, their system is auto banning people STILL with no warning, no explanation, no time frame, no information AT ALL. And their system for communicating and un-banning your account is a joke. They treat you like you are guilty until they decide to investigate and realize you didn't do anything. The only communication you have to other players and to ZOS, aside from a form, is this forum and 99% of the time either 1) players all claim you are cheating (till it happens to them), 2) Some moderator reinforces lack of customer service training by closing your thread and giving you a warning, or 3) both 1 and 2 happen. Honestly, I've been playing MMOs for 16 years and never been treated as poorly by a Customer Service department before.Edited by norm_voshall on May 26, 2014 6:06PM“We repeat again: strength of character does not consist solely in having powerful feelings, but in maintaining one’s balance in spite of them. Even with the violence of emotion, judgment and principle must still function like a ship’s compass, which records the slightest variations however rough the sea.”
― Carl von Clausewitz5 -
norm_voshall wrote: »
This is a completely disingenuous reply. The problem is that the ACCOUNT HOLDER can't get anyone to talk to them. So stop lying to customers and posting these ridiculous boilerplate replies that ignore the question. We're not stupid, you know.
This will kill our game unless you step up, @ZOS_AjanJ.
Why can't the account holder get anyone to talk to them? The ZOS rep just gave him a venue to contact them by. If he hasn't gotten a reply, then wait.
Lying to customers? This ZOS rep did not lie to anybody. Making false claims just hurts your cause.
Prettiboi, when you fill out that ticket for appealing it gets put in a pool with all the other tickets. That presents 2 issues.
1) The sheer number of people getting accidental bans is huge. Just look at the forums for the last month. There are thousands of posts from people. With so many bans, it takes time to check out why they were banned and then to reverse it.
2) Most of ZOS' customer service reps suck at their job. Their customer service is atrocious. When I was auto banned for falling through the world last month, I submitted a ticket and waited. Called CS and was on hold for 6 hours before I gave up. During that time I got an email back asking for me to email back some log files. I emailed those back. Then I got an email asking me to repair my install. None of which had anything to do with my account being banned. I replied that my install was fine and that my account being banned was on their side, not mine. I got a return email after my ticket was "escalated" saying basically "Yeah, you are banned. Warmest Regards!" No further info. It took a very tersely worded email to Customer Service to FINALLY get a call from a great CS rep but, it still took 24 hours to un-ban me. I'd been playing for like 8 months in beta before launch.
Furthermore, if you notice, they would have filled out the form for appeal on the 21st. It's now the 26th. So 5 days and they have gotten no response from Customer Service.
Point is, their system is auto banning people STILL with no warning, no explanation, no time frame, no information AT ALL. And their system for communicating and un-banning your account is a joke. They treat you like you are guilty until they decide to investigate and realize you didn't do anything. The only communication you have to other players and to ZOS, aside from a form, is this forum and 99% of the time either 1) players all claim you are cheating (till it happens to them), 2) Some moderator reinforces lack of customer service training by closing your thread and giving you a warning, or 3) both 1 and 2 happen. Honestly, I've been playing MMOs for 16 years and never been treated as poorly by a Customer Service department before.
..so.... Since you're so proud of your beta time, & obviously you were not part of the huge groups of beta testers that simply cataloged exploits for launch day; ...
....I can like, sorta partially blame you for the bug fest that made it to the live servers?
Awesome; I needed another escape-goat for this game..5 -
Since we as a community cannot prove your innocence for being rightfully banned. This thread should probably be closed. I get you're looking for help, but it was provided, your guild mates innocence can't be proven here, and most likely he will have to prove he isn't guilty of whatever bannable offence they are applying here.
Basically at the end of the day, I've played with a lot of "good" players who pretend they don't cheat online, but when you meet these people in real life, all the sudden you get the real picture.
I've been banned before from a game erroneously, I showed them the facts, and voila, ban uplifted. Moral of the story is, people who are innocent wont stay banned, and those who do, and "auto cancel" their subs, well most likely they got caught.
Just my 2 cents. Cheers.Toktok - Vet8 Orc Templar - 2 Hand, Medium/Heavy Armor Grunt - Blacksmith/Clothier/Enchanter/Alchemist8 -
Casdha✭✭✭✭✭
✭I'm sorry this stirs up so many emotions for people. I tried to bring this to their (ZOS's) attention in the most constructive way possible. My intention is to not start fights, but to make them aware of, and to solve, a problem.
Proud member of the Psijic Order - The first wave - The 0.016%3 -
Fairydragon3✭✭✭✭I'm sorry this stirs up so many emotions for people. I tried to bring this to their (ZOS's) attention in the most constructive way possible. My intention is to not start fights, but to make them aware of, and to solve, a problem.
Well with so many people trying to get attention to their problems, they all conflict. I would prefer they keep up the bot patrol in worry about mistakes after. Its a brand new company guys cut them some slack, appeal your bans. guessing most of these are being done automatically, so with some investigation it would be really easy to spot a mistake1 -
Casdha✭✭✭✭✭
✭Fairydragon3 wrote: »I'm sorry this stirs up so many emotions for people. I tried to bring this to their (ZOS's) attention in the most constructive way possible. My intention is to not start fights, but to make them aware of, and to solve, a problem.
Well with so many people trying to get attention to their problems, they all conflict. I would prefer they keep up the bot patrol in worry about mistakes after. Its a brand new company guys cut them some slack, appeal your bans. guessing most of these are being done automatically, so with some investigation it would be really easy to spot a mistake
@Fairydragon3 I'll be the first to say that ZOS customer service has a good side, I've seen it on several different occasions and on a case by case basis. I'm just trying to make them aware that there could be another, better way of doing this. Things such as adding another check to the auto-ban such as checking to see if their funds have cleared yet or to add an auto email notification of why, when this happens, so that folks know what they are being banned for. Did they get banned for having multiple accounts on the same IP? Did they get banned because the Wife or Husband emailed items to each other to much?
@oxygen_boarderb16_ESO this is not about trying to prove innocence, this is about trying to make sure it happens to as few innocent customers as possible.Proud member of the Psijic Order - The first wave - The 0.016%3 -
ZOS_AlanGadmin
We can look into this, but we'll need the ticket number or the email address used to submit the ticket.Edited: they did receive one reply saying they were working on it and would let them know the outcome.
With the private message system down at the moment, if you wish you may send this information to our Facebook page as a direct message.Forum Rules | Promoting Constructive Discussion | Code of Conduct | Terms of Service | Help Site
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Phinix1✭✭✭✭✭
✭✭✭✭✭I still don't believe any of these "my friends were banned" posts are legit.Edited by Phinix1 on May 27, 2014 1:08PM9 -
PolskiBunny_ESO✭✭✭AlienDiplomat wrote: »I still don't believe any of these "my friends were banned" posts are legit.
Did you believe some of them were legit last time when ZoS made an official little apology?2 -
Fairydragon3✭✭✭✭PolskiBunny_ESO wrote: »AlienDiplomat wrote: »I still don't believe any of these "my friends were banned" posts are legit.
Did you believe some of them were legit last time when ZoS made an official little apology?
I believe that some people were mistakenly banned, but these people that claim they are masters of a guild and they are pissed off for other people. they need to mind their own business, and let the banned party handle the contact to CS. Not them or us can tell if they really were cheating or not, but ZOS can tell if someone was wrongfully banned. you will have to wait for the right department, but they can tell.5 -
GossiTheDog✭✭✭✭✭When people are banned in game my understanding is forum accounts are disabled at a later time - hence, some people that are banned can't post here.
Obviously, however, I'm not saying everybody who posts here is innocent. We know factually ZOS banned "hundreds" (their words, not mine) of people about a month ago, and had to apologise for another wave too (and the game director apologised too for a botched wave of bans in error) - so, ultimately, before we throw people to the wolves, we should probably respect sometimes Zenimax make mistakes, and empathy may be in order. If people can get randomly banned in the hundreds on a semi-regular basis, without any communication, it could happen to you.Edited by GossiTheDog on May 27, 2014 2:38PM5 -
runagate✭✭✭✭✭
✭✭✭I've only seen bans that were (belatedly) overturned and none that were upheld (though, obviously, those accounts were probably "fwjghttd" bots who never spoke to anyone).2 -
Pucko82✭✭My GF an me are playing our 2 accounts from the same IP-Adress. So we risk being banned just for that?1 -
shaiten✭✭Yeah people do get banned by accident. I was caught up in the last wave of bannings and never did find out exactly what triggered it. I spent the day banned and trying to get help by the phone, once waiting 4 hours on hold with their unholy music.
Next morning when I tried to log on my account was restored. No emails or any information what so ever.2 -
Pucko82✭✭I just spent 3 days offline due to 301/timeout. Don't wanna ad a few days due to suspended account to that
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Fairydragon3✭✭✭✭My GF an me are playing our 2 accounts from the same IP-Adress. So we risk being banned just for that?
what...no, of course not, they know people share computers, now would be a different story if you got hacked by someone in S. Korea. could get banned, but hey I would want to be banned in that situation,0 -
Sharakor✭✭✭lol he was probably using a bot of some sort or bought gold.. stop crying *** hes lying to you3
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Yankee✭✭✭✭AlienDiplomat wrote: »I still don't believe any of these "my friends were banned" posts are legit.
We have a large guild and had a few members banned the first 3 weeks after live. The common theme was falling through the world and relogging some times trying to get back into the world. Some auto process banned them. These guys were not newb members, and certainly were not hackers or bots.
So, it does happen IMO. If I were banned while innocently playing the game I certainly would not be happy. As long as they fixed it and remimbursed my account time for the days lost to the ban I could live with it.
If not, I would cancel. I like the game but that only goes so far.
It is on ZOS and their own game design because of failure to properly test and prepare for the hacker/bot invasion.4 -
Diadh✭I'm awaiting an appeal as we speak... No idea why, just tried to log on this morning and was informed that my account was suspended. Perhaps my hirelings were breaking some labor laws.
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